LINBYNET

REPORTING, WORKFLOW & KNOWLEDGE MANAGEMENT

LINKBYNET Extranet: Control Tools for Infrastructure Management

LINKBYNET has been developing its extranet since the company was created. More than a mere information consolidation tool, it is a key aspect of our development.

This constantly evolving business intelligence, workflow, and knowledge management tool has been designed in close liaison with our Clients. It offers them multiple opportunities for interfacing with their environments, while maintaining a highly secure mode of operation.

Business Intelligence

The Client extranet we provide is a true management tool for your outsourced infrastructure. When you log on each day, your home page displays all the relevant indicators you have selected: platform availability, quota status, incident management quality, and ticket allocation and status.

The Client extranet enables real time consultation of platform control and use indicators, i.e. a full report on hardware and/or virtual resource use (network speed, processor use, memory use, disk space use, etc.).

 These graphs show you the information from the monitoring tools installed on your platform components at the release phase. You can customize them (color, shape, period displayed, overlaying of several graphics for comparison purposes, etc.) to make them relevant to you.

A Powerful Ticketing Tool

One of the system’s core components is our help desk/ticketing interface where we deal with all requests for intervention relating to your platform’s administration.

Concurrently, as the central database is connected to all the monitoring and control services, intervention tickets are generated – in some cases automatically – and  immediately assigned to the relevant technical teams. You are immediately kept informed of the alerts encountered.

Incident report management is an integral part of this module and enables administrators to inform the authorized users, during the course of the intervention, of the nature of the incidents encountered, the corrective actions taken, and the actions needed at a deeper level. The tickets are archived and remain available for future reference, e.g., for issue management.

Customer Satisfaction Surveys

A Client Satisfaction Survey is available for completion after each ticket has been processed.

These surveys are transmitted to and monitored by our quality department. If there is a poor rating, the service managers concerned are immediately informed so they can look into the causes and implement appropriate solutions.
 In this respect you may be contacted for a verbal elucidation of why you are not satisfied. This whole process stands as testament to our very real commitment to continuous improvement of our service to Clients.